Technology Services Lead

Bank of America•Pennington, AL

17h•Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! The individual in this role is responsible for managing the day-to-day activities and functions for the team. This individual will assign work to team members, supervise work processes, and provide informal leadership of sub teams or technology silos. In addition, this individual manages on call and support schedules while providing leadership/mentorship/direction to junior team members. Additional responsibilities of this role include hands on technical and analytical ability to solve complex issues, possess excellent communication skills and the ability to effectively communicate to senior management and LOB partners.

Requirements

6+ years hands on experience and good understanding of Python, Machine Learning / AI, PowerShell, SharePoint Development, Linux/Windows OS, and VB
3+ years hands on experience in reporting utilities (Tableau and/or Microstrategy)
Strong knowledge of IT Service Management (ITSM), including Remedy, Change Management, and Problem Management processes
Working knowledge of SQL, Autosys, and execution of queries for effective issue triage and analysis
Foundational understanding of vaulting, RISE deliverables, Disaster Recovery exercises, and automation practices
Hands-on experience with Dynatrace, Splunk, and SiteScope for incident debugging and root cause analysis
Ability to enhance and configure additional monitoring capabilities in Dynatrace to improve observability
Strong skills in log analysis and performance troubleshooting
Familiarity with key internal enterprise applications such as CPT, ARM, Btconverge, MyTechnology, ART, AppviewX and similar platforms
Proven ability to lead a team and maintain continuous communication with CIO leadership, vendors, and Business stakeholders
Excellent understanding of SDLC
Excellent understanding of Linux/Windows OS and MS Office toolset
Logging and Monitoring experience along with troubleshooting
Good communication skills
Take ownership – Demonstrates sense of commitment to work. Is dependable and conscientiously follows through on commitments
Automation skills to reduce manual activities

Nice To Haves

Knowledge of container technologies and supporting container platforms, including OpenShift
Working understanding of Appian and Java applications and architecture
Proven team player who can work comfortably in a multicultural environment
Proven ability to work independently, multi-task and effectively work in a complex environment with a global team structure
Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator
Detail oriented and organized
Must be proactive, enthusiastic, flexible, results driven with attention to detail
Strong problem solving and critical thinking skills
Motivation to achieve results and the ability to quickly integrate into teams
Ability to work in an ambiguous environment and draw and defend results and conclusions
Ability to work in a dynamic and team-oriented environment
Ability to balance a significant workload, prioritize and multitask

Responsibilities

Manage and prioritize multiple tasks and assignments for the team
Track tasks and tickets in system(s) of record and ensure enterprise service level agreements (SLAs) are met
Create on call rotation schedule and ensure support for off hours/weekends/release windows
Participate in defect/incident/problem/change review meetings and release activities as applicable
Provide point of escalation for the team members, and applicable peer and partner teams
Provide leadership Point of Contact (POC) for triage of high priority incidents or consulting engagements
Participate and help with resource interview and onboarding processes
Work with appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives
Perform access reviews and compliance activities, act as delegate for administrative processes
Perform all responsibilities of Specialist I and II roles from the applicable teams